Forum Discussion

AnneMou64's avatar
AnneMou64
On our wavelength
2 years ago

Router problem causing intermittent connectivity

Hi

I have had intermittent connectivity since Sunday 03 March. Router light shows orange. Obviously a faulty connection but intermittent.

Usual suspects checked. Plug, cables etc. Turned router off and on.

 

Frustrating to be informed on VM website that no probs with broadband in my area when there IS a problem.

Link sent to my mobile suggests I check back tomorrow! 

I need to claim compensation for lack of service which is difficult to do when a) fault is intermittent and b) nowhere on VM’s site to make such a claim!

Help please.

Many thanks.

 

7 Replies

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago

    Orange light is meaningless - its just a fading/failing LED.

    Check for known faults on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    Firstly... Can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

    Compensation link below - you wont qualify though as you need 48h with no service

    https://www.virginmedia.com/help/automatic-compensation

     

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    2 years ago

    Thanks for reaching out to us AnneMou64, and welcome back to our Community Forums!

    Sorry to hear of the issues you've been experiencing with the services.

    I've been able to look into the local area and can see that there is currently a sound to noise ration (SNR) outage at play, which is estimated to be resolved on 12/03/24 at 15:55.

    We apologise for any inconvenience this may cause and our team will do all within their power to have this resolved for you and all other effect users.

    Thanks

    David_Bn

    • AnneMou64's avatar
      AnneMou64
      On our wavelength
      2 years ago

      Hi David
      Me again!

      Had x3 text messages from VM simultaneously, informing me that outage won’t be fixed until 22 March 2024, fault F011222919.  It will then be over 3 weeks and VM website still informs me that ‘there is no broadband issue in my area!’

      This is extremely frustrating and, apparently, I cannot claim compensation.

      Help🙏

      • Daniel_Et's avatar
        Daniel_Et
        Icon for Forum Team rankForum Team
        2 years ago

        Hi AnneMou64, thank you for your post.

        We're sorry to hear you feel this way 😔

        I can see the outage has now been marked as fixed. Is your broadband service now back up and running?

        Regarding compensation, the issue will be assessed under our automatic scheme. More information on that can be found here. 

        Regards,
        Daniel

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 years ago

    Two points to note. Never rely on the website it only lists outages with a very large number of users are affected. Always use the phone number it goes down to post code local issues. Compensation is only paid after 2 days of a total outage.